QUESTION 1
Which two statements about Cisco Unified Mobile Agents are true? (Choose two.)
A. An additional voice gateway is required for Silent Monitoring.
B. They extend and connect.
C. They perform call control features (example: Hold/Conference/Transfer) only from the agent desktop.
D. They are limited only to PSTN phones and mobile phone; IP phones are not supported.
Correct Answer: AC

QUESTION 6
In a Cisco Finesse 10.0(x) deployment, which option is needed from the primary and secondary servers for
certificate authority to generate a root, intermediate, and application certificate for Cisco Finesse?
A. fully qualified domain name of the servers
B. physical MAC address of the NIC card from the Cisco Finesse servers
C. Certificate Signing Request
D. IP address of server
E. system ID of the server
Correct Answer: C

In Cisco Finesse 10.0(x), when agents login into the desktop as a Mobile Agent, which number is used in
the highlighted Extension field?
A. the local CTI port dialed number
B. the remote CTI port dialed number
C. agent PSTN number (accessible from CUCM/GW)
D. agent ID
E. agent reservation script dialed number
Correct Answer: A

QUESTION 11
Which two statements about combining IP telephony and Cisco Unified Contact Center Enterprise
Extensions on the same IP phone are true? (Choose two.)
A. Cisco Unified CCE supports only one agent ACD line on the IP phone.
B. The ACD line on the IP phone may have voicemail or call forwarding defined.
C. In a typical call center, the ACD line is the first line on the phone to make it easier for the agent to
forward inbound ACD calls.
D. The agent state changes based on the activity of the ACD line.
E. If the agent picks up the phone to place a call, the agent is put into ready mode.
Correct Answer: AD

QUESTION 12
In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement
about the Cisco Unified Communications Manager peripheral gateway duplex pair is true?
A. Each side of the peripheral gateway pair (side A and side B) must be configured to point to a local and
a remote CTI Manager across the WAN from the PG location.
B. The peripheral gateway private network may be shared with any other private connections– peripheralgateways or call routers/loggers.
C. The peripheral gateway may use the highly available WAN connection between the sites (visible
network) for all traffic–visible and private.
D. The peripheral gateways must be co-located at one side or the other of the Cisco Unified
Communications Manager cluster.
Correct Answer: B

QUESTION 13
Which option describes the recommended way to configure redundant Cisco Unified Communications
Manager subscribers for Cisco IP phone registration in a single cluster for the Cisco Unified Contact
Center Enterprise solution?
A. Add a redundant device pool to the Cisco Unified CallManager Group configuration.
B. Add a second TFTP server to the cluster.
C. Add an additional Cisco Unified Communications Manager subscriber to the Cisco Unified
Communications Manager Group defined in device pool of the Cisco IP Phone.
D. Use an SRST reference in the device pool.
Correct Answer: C

QUESTION 15
A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central
controllers (with separate call routers and loggers).
If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events
occur? (Choose two.)
A. The Call Router Side B stays active, while the Call Router Side A goes idle.
B. The Call Router Side A stays active, while Call Router Side B goes idle.
C. There is no ability to make ICM configuration changes.
D. Both sides go out of service for small period of time, Call Router Side A goes active, and Call Router
Side B goes idle.
E. The system operates as it did prior to failure.
Correct Answer: BC

QUESTION 16
Which failure scenario in the Cisco Unified Contact Center Enterprise solution stops all processing and
routing of contact center calls?
A. ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
B. ICM Call Router Side A fails at the same time that ICM Logger Side B fails.
C. ICM Call Router Side B fails at the same time that ICM Logger Side A fails.
D. ICM Call Router Side B fails at the same time that ICM Logger Side B fails.
E. ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.F. ICM Logger Side A fails at the same time that ICM Logger Side B fails.
Correct Answer: E

QUESTION 17
Which two statements about the Cisco Unified Contact Center Enterprise clustering over the WAN
deployment model are true? (Choose two.)
A. With Cisco Unified Computing System C-Series Servers, you must deploy dual SAN on each data
center.
B. The visible network that supports the communication between Cisco Unified Communications Manager
subscriber nodes must be highly available and designed with no single point of failure.
C. Agents at remote locations must be registered to only one data center for their Cisco Unified IP Phone
connections if they are using Cisco Finesse.
D. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data
center locations to maintain a local JTAPI connection for call control.
E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data
centers can share the same private network connection as the central controller (router and logger)
components.
Correct Answer: BE

QUESTION 18
Which three statements about QoS in a Cisco Unified Intelligent Contact Management solution are true?
(Choose three.)
A. In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust
needs to be enabled on access-layer routers and switches.
B. The high priority queue for the private network should be granted 90 percent of total available
bandwidth.
C. The high priority queue for the private network should be granted 75 percent of total available
bandwidth.
D. The high priority queue for the private network should be granted 65 percent of total available
bandwidth.
E. Traffic marking in Cisco Unified ICM means that configuring separate private high and private medium/
low sets of IP addresses is no longer necessary.
F. Traffic marking in Cisco Unified ICM means that configuring separate private high and private medium/
low sets of IP addresses is still necessary.
Correct Answer: ABE

QUESTION 19
Under which circumstances can the visible and private networks be converged in the Cisco Unified
Contact Center Enterprise system?
A. when QoS is enabled on both networks
B. in cases in which there is gigabit bandwidth between sites
C. under no circumstances
D. when the Cisco Catalyst switch has dual power supplies
Correct Answer: C

QUESTION 20
Which three system responses are valid if the Cisco Unified Contact Center Enterprise (centralized
deployment with remote branches) and the remote branch lose the public network connection to both of
the data centers? (Choose three.)
A. The local voice gateway detects the failure of the communications path. The voice gateway goes into
SRST mode to provide local dial-tone functionality.B. With Cisco Unified CVP, the voice gateway detects the loss of connection to the Cisco Unified CVP call
server. The voice gateway then executes local bootstrap TCL script, answers the call, and forwards it
to the hunt group.
C. The active call that arrived at the local PSTN connection and was answered by agent at that site
remains active, however, the agent peripheral gateway loses access to the call and creates a TCD
record.
D. The Cisco Finesse server detects the loss of connectivity to the agent desktop and automatically signs
the agent out of the system.
E. With Cisco Unified CVP, the voice gateway detects the loss of connection to the Cisco Unified CVP call
server. The voice gateway then connects to the communication manager cluster to provide local dial-
tone functionality.
Correct Answer: ACD

QUESTION 21
Which three benefits does a Cisco Unified Contact Center Enterprise centralized deployment with small
agents branch provide? (Choose three.)
A. It requires only a small data switch and router, IP phones, and agent desktops at remote sites for a few
agents.
B. It requires only limited system and network management skills at remote sites.
C. Small remote branches require PSTN and SIP trunks, in addition to the ones needed for local POTS
lines for emergency services (911) in the event of a WAN link loss.
D. PSTN trunks for incoming traffic connect to data centers for efficiency.
E. It does not use VoIP WAN bandwidth when an agent is answering the call.
F. Calls extend over the WAN only while calls are in queue.
Correct Answer: ABD

QUESTION 22
Which three WAN/MAN configurations are valid in the Cisco Unified Contact Center Enterprise clustering
over the WAN deployment model? (Choose three.)
A. A highly available visible network WAN/MAN/DWDM and a dedicated private network WAN.
B. A highly available MPLS WAN shared by the visible and private networks with a 2 second convergence
time.
C. A highly available MPLS WAN shared by the visible and private networks where the private network is
pinned to a single path and the visible network aligned to an alternate path failing to the private network
path as redundant link with QoS and bandwidth provisioning.
D. A highly available DWDM/CWDM network shared by the visible and private networks with a sub-500
ms convergence time.
E. All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to
ensure latency and bandwidth requirements.
F. A highly available DWDM/CWDM network shared by the visible and private networks with 1500 ms
convergence time.
Correct Answer: ACD

QUESTION 24
In a Cisco Finesse 10.0(x) deployment, primary and secondary nodes can be installed on
separatedomains.
Which two requirements must be met for the pair to work properly? (Choose two.)
A. Each Cisco Finesse server should be able to perform DNS lookup of the other server using fully
qualified domain name.
B. Primary and secondary Cisco Finesse servers should only communicate with IP address.
C. All Cisco Finesse clients should be able to perform DNS lookups of the Cisco Finesse servers using
the FQDN.
D. All Cisco Finesse clients should connect to the server with IP address.
E. All Cisco Finesse clients should be local to the Cisco Finesse servers.
Correct Answer: AC

QUESTION 25
Which option describes the impact of co-loading the Cisco Unified Outbound SIP Dialer on the same
servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise?
A. Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway server.
B. Cisco Unified Outbound Dialer reduces agent capacity by a factor of four–each outbound port is
equivalent to four agents on the peripheral gateway.
C. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33–each outbound port is
equivalent to 1.33 agents on the peripheral gateway.
D. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15–each outbound port is
equivalent to 15 agents on the peripheral gateway.
Correct Answer: C

QUESTION 26
A customer has a remote site with 100 agents, and the remote site only has SRST for E.911. 50% of the
supervisors are located at HQ where the data center is. The agents to supervisor ratio is 10%. The
customer requires that supervisors from any remote site can record and silent monitor active calls. With
BW design consideration, how many minimum RTP streams are needed between the data center and
agent remote sites?
A. 300 RTP streams
B. 150 RTP streams
C. 110 RTP streams
D. 120 RTP streams
Correct Answer: C